We are proud of our products and stand behind our quality workmanship.
Questions and Price quotes will be promptly responded to via phone, email, or fax.

This 'Policies & Warranties' page must be acknowledged and agreed to, by either Clicking on "ACCEPT" at the bottom of the page, or by printing, signing, dating, and either faxing back to (716) 832-9737, or mailing back to Custom Kitchen Cabinet & Refacing, 98 Monarch Drive, Amherst, NY 14226. From that point, all orders are considered correct and firm. Due to the custom nature of the product, full payment is required to begin production of your order.

ORDERING TERMS and POLICIES:

Once an order is PLACED online, any changes requested during the first 24 hours will incur a $15.00 'Change-Order' administrative fee, which covers cost of paperwork and time it takes to manually pull and change order, along with the time it takes to acknowledge the changes to you and the factory. This fee pertains only to the first 24 hours after the order is placed.

To minimize online ordering errors or changes, We will hold your order from going into production for One (1) business day, but the 'Change Order' fee described above Would apply if changes need to be made.
This way, the factory will not have started making any parts for the order yet.
This is the simplest way to prevent LARGE Extra Charges to make changes AFTER the order is ALREADY IN PRODUCTION.
After the 24 hour "HOLD" period mentioned above, the order WILL be in production, and any changes you may request to your order AFTER 24 hours will incur the $15.00 'Change-Order' administrative charge previously detailed, plus any additional charges needed to change the order to your new specifications, because the order will be in production at that point, and some parts will already be cut.

If you would like to forgo this 24 waiting period, let us know in writing by email, or on your order in the "Special Instructions" area, and we will put order into production immediately.

We assume no responsibility for incorrect information received by phone, fax or mail. If we assist by filling out a shopping cart for you, You will ALWAYS be Required to review it and give your final approval in writing.

All items are custom made to customer's specifications; therefore, cancellations of or changes to orders already in production are subject to a charge to be determined by the factory at the time of request.

Once order is in production (usually within 24 hours of receipt), any changes will be at customer's expense. Payment is required before order can be placed into production, since each order is custom made to your specifications. Online Payment can be made by our secure server using MASTER CARD, VISA, DISCOVER, or AMERICAN EXPRESS.

• All orders will be processed within one business day, and are non-cancelable and non-refundable after that time, due to the custom nature of the product.
• If order is CANCELLED within ONE BUSINESS DAY, a $15.00 administrative charge plus 10% or $100.00 (whichever is smaller) order cancellation processing fee will apply.
• The entire dollar amount of the order is non-cancelable and non-refundable. This includes hinges. No allowances will be given with the exception of that clearly stated in the Warranty. 
• Under special circumstances, if any items are allowed to be returned, they will be subject to a 25% restocking fee.

PRODUCTION TIME IS AS FOLLOWS:

• NOTE! THE FACTORY COMPLETELY SHUTS DOWN FOR THE WEEK FROM CHRISTMAS TO NEW YEAR'S FOR RETOOLING AND INVENTORY. OUR OFFICE WILL ALSO BE CLOSED EACH YEAR DURING THAT TIME PERIOD.
  
  
   
  • Total normal lead-time from day-of-order to day-of-delivery is generally in the range of 3 to 3 1/2 weeks as broken down here:
  • Generally 8-10 (EIGHT to TEN) Business days (there are 5 Business days in a week) for Unfinished Standard Door Styles and the Premium RTF (Rigid Thermo Foil) doors. (10 Business days = 2 weeks)
  • Allow slight extra time during busiest seasons (spring and fall).
  • Add up to (usually less) an additional 5 business days (1 week) for factory staining and finishing.
  • Add up to (usually less) an additional 5 business days (1 week) for ground delivery.
  • Total normal lead-time from day-of-order to day-of-delivery is generally in the range of 3 to 3 1/2 weeks, but can be as much as 4 weeks if ordering some prefinished wood doors. (i.e. Doors with "accent glazing").
  • Click the link on the web site link called "Check Production Time" to check the current Production Lead Times, or click this link for the current Production Lead Times: http://www.refacedepot.com/esupport/kb8.htm.
     
  • You will immediately receive an email receipt for your cxredit card purchase, and you will be taken to a page with a link to view a printable version of your receipt.
  • Approximately 3 business Days after you place your order, you will receive an email with your ESTIMATED Ship Date. If you do not see it, Please check your SPAM and BULK mail directories, and mark us as "not spam".
  • The day after your order ships (which will be close to, if not on the estimated ship day), we will send out another email with your tracking numbers. Again, Please check your SPAM and BULK mail directories, and mark us as "not spam".
  • You may EMAIL us anytime at customkitchencabinet@yahoo.com (You may also call us directly @ 716-832-9737, or 888-407-3322 Toll Free) if you did not receive the Estimated Ship Date information.
    
     
• If there is noticeable damage to the shipping cartons, you must notify us AND the carrier within 48 hours.
• There will be a $15.00 Boxing and Packing charge on ALL orders unless the computer removes it automatically in your shopping cart. The Packing materials have become more and more expensive, and we will continue to pay for them as we have in the past, but a $15.00 co-pay on the superior packing materials has become necessary to keep our product prices the lowest in the country. IT'S NOT WHAT YOU PAY FOR THE BOX, IT'S WHAT YOU PAY FOR THE ENTIRE ORDER, AND WE ARE SECOND TO NONE IN CUSTOMER SERVICE AND QUALITY FOR A REASON!
• Customer must read these policies and Click "ACCEPT" at the bottom of the page to verify that he/she has read and understands the policies and warranties set forth and agrees to abide by them.
• SHIPPING RULES AND EXCEPTIONS:
  • All Shipping Rates and Specials apply to the Continental USA ONLY! Free Shipping is included at no charge on door orders over $250.00 in the Continental USA ONLY. Shipping on Plywood Panels will cost $1.00 per square foot, and is not included in the Free Shipping policy, unless ordered online thru www.refacedepot.com. Orders less than $250.00 will be assessed a minimum shipping charge of $12.50 or $1.25 per square foot, whichever is more. (Orders less than $250.00 will rarely cost any more than the $12.50 minimum charge.)
    If you need items shipped to Alaska or Hawaii, you MUST contact us with your shopping cart I.D. number, so we can calculate the shipping charges for you before you place your order. If you Live in Alaska or Hawaii, and place your order online without notifying us for your shipping costs, your credit card will be charged the Actual shipping costs incurred (less what we normally would have paid for continental shipping). You will be responsible for the shipping difference for shipping to Alaska and Hawaii.
  • If you prefer, we will ship to California or Washington State for you, and you can have a freight forwarder of your choice take over the shipping process from that point on (at your cost).
  • Shipping of Over-sized Plywood Panels, RTF Panels, and Doors OVER 75" in length or width will be subject to a $70.00 Shipping Charge. Even when ALL items qualify for Free Shipping, any item or items over 75" long will be shipped as 'Over-sized', and a $70.00 shipping fee may be applied to your credit card if necessary, even if it does not show on your Order Invoice. You can avoid this by splitting your items to avoid going over 75" in length or width.
• LIFT-GATE SERVICE: If the freight delivery company offers you "LIFT-GATE SERVICE", NOTE THAT THEY ARE OFFERING YOU AN UNNECESSARY OPTIONAL SERVICE, AND THAT WE DO NOT INCLUDE that service as part of the 'Free Shipping' program! They may offer it to you as a convenience, but they will charge you an additional fee ranging from $25.00 to $85.00 or more for that service!
   
  • YOU DO NOT NEED an electric lift-gate simply to lower your package to the ground. The driver is required to roll the pallet (with One Large Cardboard box attached to it) to the back edge of the truck, and you can cut the cardboard open with a razor knife, a pocket knife, or a pair of scissors. The box may have a soft metal strap on it, but it is also easily cut with tin snips, or an old pair of scissors.
    Once the box is open, you will see that the doors inside are wrapped in groups of 5 or 6 doors to each bundle, so manually unloading them takes only minutes.
  • IF YOU ELECT TO ACCEPT THEIR OFFER OF A LIFT-GATE TO LOWER YOUR PACKAGES TO THE GROUND, YOU WILL BE RESPONSIBLE FOR PAYING FOR THAT SERVICE YOURSELF. IT IS NOT INCLUDED IN THE 'FREE SHIPPING' PROGRAM UNDER ANY CIRCUMSTANCE.

• NOTICE TO ALL CONTRACTORS (OR HOMEOWNERS WHO WILL BE HIRING A CONTRACTOR) REGARDING DEADLINES: WE TAKE RESPONSIBILITY FOR OUR PRODUCTS ONLY. WE WANT YOU TO BE COMPLETELY HAPPY WITH THE QUALITY OF THE CUSTOM MERCHANDISE YOU ORDER FROM US. HOWEVER, WE WILL NOT BE HELD RESPONSIBLE IN ANY WAY FOR ANY LOST LABOR COSTS INCURRED BY DELAYS IN SHIPPING, REMAKES NEEDED (WHETHER DUE TO SHIPPING DAMAGE OR FACTORY DEFECT), ANY ACT OF GOD, OR OTHER REASON BEYOND OUR CONTROL.
  • WHEN YOU TAKE DELIVERY, IT IS YOUR RESPONSIBILITY TO OPEN THE BOXES AND INSPECT ALL THE MERCHANDISE FOR CORRECTNESS OF THE ORDER. ANY SHIPPING DEFECTS, MANUFACTURING FLAWS, OR ANY OTHER PROBLEM NEEDS TO BE REPORTED TO US AS SOON AS POSSIBLE, SO WE CAN ISSUE REMAKES OR REPLACEMENTS OF ANY ITEM THAT YOU FIND UNSATISFACTORY.
  • YOU MUST CHECK THE MERCHANDISE BEFORE YOU SCHEDULE THE INSTALLATION !!!
    • RECAP:
      • IN THE UNLIKELY EVENT THAT YOU MAY GET AN INCORRECT OR DEFECTIVE ITEM, WE DO HAVE AN 'EXPEDITE LINE' FOR REMAKES THAT USUALLY SHIPS ITEMS WITHIN FIVE BUSINESS DAYS. WE WILL DO THE BEST WE CAN TO GET THEM TO YOU AS QUICKLY AS POSSIBLE.
      • IF YOU ARE A CONTRACTOR, AND HAVE AN UNHAPPY CUSTOMER BECAUSE YOU FAILED TO CHECK YOUR ORDER FOR ERRORS BEFORE STARTING THE JOB, AND YOUR CUSTOMER IS UNWILLING TO WORK WITH YOU UNTIL THE REPLACEMENT PIECES ARRIVE, ANY LABOR COST WILL BE THE RESPONSIBILITY OF YOU, THE PURCHASER.
      • IF YOU ARE A HOMEOWNER, AND HAVE SCHEDULED A CONTRACTOR TO START WORK IMMEDIATELY AFTER YOUR SHIPMENT ARRIVES, BEFORE YOU HAVE INSPECTED YOUR SHIPMENT, ANY COST OF LOST LABOR WILL BE THE RESPONSIBILITY OF YOU, THE PURCHASER.
      • WE WILL NOT BE RESPONSIBLE FOR ANY LABOR COSTS WHATSOEVER.
      • THE ANSWER IS SIMPLE: DO NOT SCHEDULE THE INSTALLATION UNTIL YOU HAVE CHECKED THE MERCHANDISE
      • LASTLY, WHATEVER YOU DO, ABSOLUTELY DO NOT INSTALL THE VENEER ON THE CABINETS WITHOUT MAKING SURE THAT IT MATCHES THE DOORS YOU RECEIVED !!!
        EVEN THOUGH WE WILL REMAKE ITEMS THAT ARE OBVIOUSLY UNSATISFACTORY, WE WILL UNDER NO CIRCUMSTANCES REIMBURSE MONEY (OR SEND REPLACEMENT PARTS 'OVERNIGHT') FOR TIME YOU MAY HAVE WASTED DUE TO COMPLETELY DISREGARDING THE 'INSPECTION' PROCESS, AND SIMPLY ASSUMING THAT EVERYTHING IS FLAWLESS.
        WE TRY OUR BEST, BUT SOMEONE AT THE FACTORY JUST MIGHT PUT THE WRONG VENEER IN YOUR BOX! SO, DON'T INSTALL IT UNTIL YOU KNOW IT MATCHES!!
         
• IF YOU HAVE ANY OTHER QUESTIONS REGARDING YOUR ORDER, CALL US @ 716-832-9737.

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